在移动支付和互联网金融高速发展的智能时代，银行网点转型已经势不可挡。传 统的银行网点既不能简单视为包袱和负担而一味做减法、撤网点，也不应无视时代的 发展步伐而维持固有的现状。在精益细致的转型后，以网点为代表的线下渠道对于银 行来说，仍是维护客户关系的珍贵渠道和宝贵资源。 本文围绕“智能时代银行网点转型”主题，以GD银行FZ分行为例，综合运用文 献研究、实地调查、对比分析等方法，全面探讨、深入分析智能时代银行网点转型管 理存在的主要问题及其对策建议。本文在理论研究、文献综述的基础上，分析智能时 代银行网点发展的金融市场现状与网点转型的必要性，针对GD银行FZ分行当前存在 的主要问题和影响因素，结合国内外银行网点转型管理的实践经验启示，提出了GD 银行FZ分行网点转型管理的对策建议，从而促进智能时代银行网点的转型升级。本 文研究提出，GD银行FZ分行网点转型，应当坚持明确转型战略方案，深入传导转型 理念，在此基础上，具体实施推动GD银行FZ分行网点转型的措施，即：重新梳理功 能定位，探索创新经营模式；科技赋能搭建系统，精益管理提升产能；客户分层差异 管理，综合服务注重体验；实施标准营销动作，实现标准业务流程；完善绩效考核制 度，激励打造专业队伍；促成柜员主动转型,减窗增效综合发展等。 本文坚持理论研究与实证分析相结合，结合实际发生的网点建设进程和人员转型 经验，用一手真实数据支撑转型思路，针对智能时代银行网点转型管理的主要问题， 提出了更具针对性、可行性的对策建议。因此，该研究除了给GD银行FZ分行网点转 型提出切实可行的方案以外，也给同业基层网点转型提供借鉴意义。今后，还将根据 新形势、新情况、新问题，加强经验借鉴与跟踪研究，确保相关研究的前沿性、实用 性、推广性。 关键词：智能时代，网点转型，分层管理，流程优化 II AStudyonHowtoTransformBankOutletsintheAge ofIntelligence --TakeFZBranchofGDBankasAnInstance Abstract WiththeadventoftheageofintelligencewheremobilepaymentsandInternet financedevelopbyleapsandbounds,thetransformationofbankoutletshasbecomean inevitabletrend.Inthiscontext,bankscanneitherindiscriminatelyregardtraditional outletsasasourceofburdentoshakeoff,norleavethemastheyarebyturningablindeye totheever-changingtimes.Afterupgradedintoleanandmeticulousbusinessentities, outletsasakindoftypicalofflinechannelswillcontinuetoplayapivotalroleinbanks’ effortstomaintaintheircustomerrelations. Themedonthetransformationofbankoutletsintheageofintelligence,thispaper citesFZBranchofGDBankasacaseandmakesintegrateduseofliteratureresearch,field survey,comparativeanalysis,andothertechniquestoidentifythemajorchallengesfacing bankoutletsintheirongoingmanagementoverhaul,alongwithsomerecommended solutions.Onthebasisoftheoreticalresearchandliteraturereview,itanalyzesthecurrent financialmarketconditionswhichbankoutletsnowhavetodealwithandthenecessityfor themtotransformtheirexistingoperationmodes.IntheFZBranchcase,theauthorfirstly expoundsonthemajorproblemsconfrontingtheBranchandindicatestheaffectingfactors therein.Inspiredbythehands-onexperienceofChineseandforeignbanksintermsof outlettransformationandmanagement,itthencomesupwithsuggestionsfortheBranchto overhaulitscurrentoperationmode,thussheddingsomelightontheoverallbankoutlet transformationdriveintheageofintelligence.Asproposedbytheauthor,theBranchwill naildownaclear-cuttransformationstrategyandincorporatetransformationconceptsinto everyaspectofitsoperation.Onthisbasis,specificmeasurescanbeintroducedtoguide theBranchthroughitsoverhaulinitiative.Someofthesesuggestedmeasuresinclude re-pinpointingthefunctionalpositioningbeforeinnovativeoperationmodesareformed; buildingtechnology-empoweredsystemstogetreadyforleanmanagementandefficient operation;bringingcustomersunderhierarchical,differentiatedmanagementandputting thefocusofcomprehensiveservicesonuserexperience;implementingstandardmarketing III actionstostandardizebusinessprocesses;improvingperformanceappraisalpolicieswhile recruitingprofessionalteams;andencouragingcomprehensivedevelopmentoftellersasa meanstodownsizethenetworkofoutletsinexchangeforgreaterbusinessefficiency. Thispapercombinestheoreticalresearchandempiricalanalysis.Basedontheactual experienceinoutletbuildingandpersonneltraining,alongwiththefirst-handrealdata,the authorputforwardtargetedandfeasiblesuggestionstoaddressthemainproblemsholding backthebankoutlettransformationdriveintheageofintelligence.Thesesuggestionsnot onlyoffersolutionstothereformoftheFZBranch,butalsoinformthetransformation driveofotherprimary-levelbankoutlets.Givenfuturedevelopmentsinactualconditions, theauthorwillfollowupwithandlearnfromawiderrangeofresearchers,tomakesure thisstudystayscutting-edge,practical,andcatalytic. Keywords:Ageofintelligence,Outlettransformation,Hierarchical management,Processoptimization IV 目录 中文摘要........................................................................................................................I Abstract......................................................................................................................II 第一章绪论..................................................................................................................1 1.1选题背景和意义..................................................................................................1 1.1.1选题背景.......................................................................................................1 1.1.2选题意义.......................................................................................................2 1.2相关理论概述......................................................................................................2 1.2.1帕累托法则...................................................................................................2 1.2.2长尾理论.......................................................................................................2 1.2.3金融脱媒理论...............................................................................................3 1.2.4客户关系管理理论.......................................................................................3 1.3国内外文献综述..................................................................................................3 1.3.1国外研究综述...............................................................................................3 1.3.2国内研究综述...............................................................................................5 1.3.3相关研究评析...............................................................................................7 1.4研究框架..............................................................................................................7 1.4.1研究内容.......................................................................................................7 1.4.2研究方法.......................................................................................................8 1.4.3技术路线.......................................................................................................8 1.4.4创新之处.......................................................................................................9 第二章智能时代银行金融市场现状研究................................................................10 2.1宏观环境分析（PEST分析）...........................................................................10 2.1.1政治法律环境（Politics）.........................................................................10 2.1.2经济环境（Economic）..............................................................................11 2.1.3社会环境（Society）..................................................................................13 2.1.4技术环境（Technology）..........................................................................13 2.2网点转型的必要性............................................................................................15 2.2.1客户需求变化.............................................................................................15 2.2.2同业竞争加剧.............................................................................................16 2.2.3外部环境影响.............................................................................................18 V 第三章GD银行FZ分行网点转型当前问题及因素分析...........................